Witnesses:
Naomi Eisenstadt (Director of the Social Exclusion Task Force).
Sir David Varney (adviser to the Prime Minister on public service transformation).
Judy Walker (Executive Director of Advice, Citizens Advice).
Cllr Kevin Wilson, Tina El-Shabrawy & Naeema Ahmad (Labour Councillor & 2 residents from Milton Keynes).

Hammersmith & Fulham Segmentation Study - A custom built classification, dividing the resident population into 12 segments, has identified the varying behaviours, characteristics, needs and aspirations of the community, enabling the development of citizen focused strategies.

Hammersmith & Fulham Customer Channel Strategy - The strategy has been developed to improve customer access to the Council’s services and also reduce the overall cost of delivering them. It is based on a model showing which services are used by residents within the different segments and how they prefer to access them. 

HM Treasury Financial Inclusion Taskforce - Experian have constructed an Affordable Credit Exclusion Index which enables the taskforce to identify the location, scale and intensity of financial exclusion in the UK.

NCVO evidence to the Policy Dialogues exercise - One of the benefits of working with the Voluntary and Community Sector is that it can and does reach out to some of the most marginalised individuals and communities.  NCVO argues that a mixed economy alone will not necessarily achieve more responsive public services, but that this requires wider engagement with citizens and their intermediaries as well as a deeper understanding of the efficiency agenda.

Kevin Wilson: A Critique of issues concerning Public Services and Social Inclusion policies - a view from the front line

Digital Inclusion Team:
Overview
Inclusive eGovernment Case Studies
"The Digital Inclusion Landscape in England - Delivering Social Impact through Information & Communications Technology"

Experian Social Exclusion Paper

“Your Guide” & Saving from Poverty” - sample submission

Witnesses:
Ann Blackmore (Head of Policy, National Council for Voluntary Organisations).
Jonathan Bland (Chief Executive, Social Enterprise Coalition).
Stephen Sears (Chief Executive, ECT (Social Enterprise)
George Thomson (General Secretary, National Federation of Subpostmasters).
Dave Smith (Deputy Chief Executive of Sunderland City Council)
Andrew Seekings (Head of Programme & Project Office, Sunderland City Council)
Jackie Nixon (Community Development Practitioner, Sunderland).

Response from the Social Enterprise Coalition to the Transformational Government Dialogues - This document describes the benefits of social enterprise in the context of delivering public services, & makes recommendations

Note on Recent Survey on Public Services commissioned by the Social Enterprise Coalition

Hammersmith & Fulham Segmentation Study - A custom built classification, dividing the resident population into 12 segments, has identified the varying behaviours, characteristics, needs and aspirations of the community, enabling the development of citizen focused strategies.

HM Treasury Financial Inclusion Taskforce - Experian have constructed an Affordable Credit Exclusion Index which enables the taskforce to identify the location, scale and intensity of financial exclusion in the UK.

NCVO evidence to the Policy Dialogues exercise - NCVO argues that a mixed economy can help to achieve more responsive public services, but wider engagement with citizens and their intermediaries, as well as a deeper understanding of the efficiency agenda, is also required if we are to see the step change in public services that we all want to see.

Westminster Council - WCC in collaboration with Experian have been able to replace their manual system with a non intrusive, robust authentication solution that delivers and improver customer experience.

Lancaster City Council - LCC in collaboration with Experian made significant savings on verifying Council Tax Single Person Discount claims.

Coventry City Council - CCC in collaboration with Experian also made significant savings on verifying Council Tax Single Person Discount claims.

Royal Mail

LogicaCMG Case Studies
Case Study 1: University for Industry - Bridging the Digital Divide with myguide
Case Study 2: UCAS - A Mission Critical Application for Higher Education
Case Study 3: Office for Standards in Education - Shared service centre
Case Study 4: The National College for School Leadership - talk2learn for the School Leaders of Today & Tomorrow
Case Study 5: The London Borough of Waltham Forest - Transforming Customer Services
Case Study 6: HM Treasury Payroll Framework - A Shared Service in extensive use throughout Government
Case Study 7: Foreign & Commonwealth Office - Web Platform development
Case Study 8: Reforming the Criminal Justice System (CJS) Customer case study
Case Study 9: City of York Council - Revitalising Customer Service
Case Study 10: University College London Hospitals NHS Foundation Trust - A 21st Century Network Solution for the NHS

Transforming Information Management to drive Transformational Government - David Waltho (SAS)

Understanding People - Building Customer Intelligence - Experian Paper

Commercialisation of Public Services - Experian Paper

Transformational Government - the continuing barriers to joined up delivery & shared services -

OGC Article on the 5 key themes of the Third Sector Review

Extracts from a debate in the House of Commons about the role & longer term funding of the voluntary sector, including the need to build up their capacity / professionalism (Capacity builders & Futurebuilders programmes) & accountability

Executive Summary from Kable Report on Technology & the transformation of social protection - This highlights the need “to deliver increasingly complex care through an even more diverse mix of providers is beyond the capabilities of the current system’. In particular it highlights the need for trusted information sharing across the wider eco system and not just within government.

Extracts from: ‘Reducing dependency, increasing opportunity: options for the future of welfare to work’ David Freud 2007 - (an independent review commissioned by The Secretary of State for Work & Pensions)

Witnesses:
Barrie Deville (Litterwatchers, Oldham MBC)
Paul Hodgkin (Chief Executive, Patient Opinion)
Jackie Millar (London Borough of Lewisham)
Mark Odell (OMBC Service Director, Clean Safe & Parks Scene)
Ushrat Sultana (Equality Networks)
Nigel Tyrell (Head of Environment, London Borough of Lewisham)
Will Wills (Tidy Oldham, Oldham MBC).

Suffolk Constabulary is implementing a Police-Public Interface to communicate directly with the public. This is hopefully the first step in enabling the citizen to shape the police services in their community

Tidy Oldham: a Community Solution - how it works

Evaluation of 'Love Lewisham'

Hammersmith & Fulham Segmentation Study - A custom built classification, dividing the resident population into 12 segments, has identified the varying behaviours, characteristics, needs and aspirations of the community, enabling the development of citizen focused strategies.

NCVO evidence to the Policy Dialogues exercise - To truly empower citizens we must move beyond seeking greater choice and customer satisfaction, and involve service users and the wider community from the outset in the wider process of identifying public service needs and designing services.  NCVO argues that a mixed economy alone will not necessarily achieve more responsive public services, but that this requires wider engagement with citizens and their intermediaries as well as a deeper understanding of the efficiency agenda.

Social Networking for Social Capital - Andrew Hardie (IMIS) discusses online communities.

Patient Opinion Summary - an example of an online community.

Patient Opinion - The Long Tale refers to the democratisation of voice.

Internet Social Networking/web 2.0 - Richard Sarson

Witness:
John Suffolk, Chief Information Officer, UK Government